I have setup some employees. But they can’t access with the url I send for them to use the helpdesk?? do they have to do something in order to have access to it? when they click on the link to the helpdesk portal it just hangs and says its not available. but if click on it it takes me to the right place.

Okay, did you follow all the steps in the link above? Are you users accessing this portal on an internal network or are you trying to configure it for external access? Have you checked your host machine firewall settings?